USACares Jobs

Job Information

DHL Express, Inc. Key Account Support Executive in India

Role Profile


Organisational Background Information


BMR title/ Role title

Key Account Support Executive

Corporate Division

DHL Express

Business Division

Customer Service

Business Unit

India Customer Service

Overall Role Purpose

Ensure the smooth execution of Key Account servicing strategy for selected accounts in line with the direction of the Key Account Support Manager and Key Account Managers whilst continuously working with customers to identify and incorporate their evolving and emerging needs in the Key Account Servicing

Reports to

Key Account Support Supervisor



Date approved

August 2020


Scope of Role

(* Denotes to be completed by countries)

*Budgeted T/O in M or BN€ [2020]


*Number of countries covered [2020]


*No. Of FTEs


Direct/Indirect reports [2020]

€ 444.7 million




*Size of budget or assets in M or BN €

*Expected profit of business in M or BN€ [2020]

Other relevant dimension

Other relevant dimension


€ 30.7 million







Key activities

Overall goals / Typical measures as relevant






DHL Key Account Customers

Provide the full suite of customer service offerings (including bookings, enquiries, supply requests) to Key Account customers in addition to customised contracted services (eg Reporting etc)  

Prepare written correspondence to customers when required to furnish information requested by customers or in dealing with complaint resolution.

Proactively inform customers on shipment delays and potential service failures.

Make joint visits to key account customers with sales staff as and when necessary to solicit feedback to improve the service provided to the customers.


Please refer to the incentive document





Sub function Managers

Work with Gateway, Operations and the DHL Network to achieve promised transit times, service levels and other contracted service requirements for Key Account customers.

Actively handle customers billing enquiries by liaising with Finance to ensure satisfactory resolution.





Information Management

Complete weekly, monthly and quarterly reports as required by customers, management and/or the sales team per prescribed time frames/intervals


Driving Customer Service Excellence

Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.

Maximizing Revenue Generating Opportunities

Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g. SVP, TDX, EXT, sales leads and the use of eCom tools)


People - Management


Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions.

Informal influence to enable improvement and change within the organisation


Skills / Qualifications


Key capabilities




Presentation skills (good)

Customer-facing and interaction skills (excellent)

Software skills (Word, Excel, PowerPoint, etc.) (excellent)

Software skills (DHL Systems) (preferable)

Communication skills, spoken and written (excellent)

Negotiation and interpersonal skills (excellent)

Analytical, organisational and motivational skills (excellent)

Project management skills (good)




Competency segment ‘Business’

Analysis:  Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.

Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and use efficient work methods and tools.

Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.

Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.


Competency segment ‘Leadership’

Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.


Competency segment ‘Personal’

Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, expertise and ability to get results.

Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.

Self Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

Expected years of experience


2 years experience in Customer Service in service-related industry, handling and resolving customers’ issues and complaints.

Expected Educational Qualification


Degree or equivalent







Signed by :




Key Account Support Executive


Approved by:


Sarbani Sengupta


VP  - Customer Service


Approved by:


Sunjoy Dhaawan


VP – Human Resources






























Expected Educational Qualification


Degree or equivalent